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Industry Research : CIOs Find Integrating New Communications Channels with Legacy Systems a Key Challenge to Improving CX

#contactcenterworld, @imimobile

The majority (92%) of CIOs find integrating new communications with legacy systems a challenge, according to new research from global cloud communications software provider, IMImobile. This comes at a time when almost all (98%) CIOs feel under pressure to deliver the customer experience (CX) expected by both customers and the wider business. Businesses are increasingly expected to respond with the same level of speed and consistency whether using email, SMS, Facebook Messenger or new channels such as WhatsApp Business. However, more than half (52%) of CIOs admit they are unable to provide a truly connected and integrated customer communications experience across all channels and business systems.

Asked to consider the major barriers they face when it comes to delivering a frictionless customer experience, CIOs cited legacy IT systems (51%), data being spread across multiple systems (51%), and budget constraints (42%), as the top three blockers to progress.

"It is widely known that the ability to innovate and improve customer communications can make or break a business. Worryingly, the research lays bare the gap between the experience customers now expect, and what businesses are currently able to provide," said Aseem Sadana, EVP at IMImobile. "The challenge is that delivering a great customer experience is easier said than done. This is especially the case for large consumer facing enterprises, where fragmented, legacy IT environments make integrating new communications channels and processes very complex. Many of them also have data that is spread across multiple systems, with programmes and processes varying from department to department. CIOs must consider a centralised platform approach to orchestrate and automate communications across existing business systems and communications channels."

Coding and control challenges

CIOs also revealed some specific challenges they face around the piecemeal evolution of customer communications environments. Eight out of ten (83%) say their current development approach hinders their ability to change or create new customer journeys in a fast and agile manner. Most (88%) recognise that a low-code approach would increase their business agility and mean they were less reliant on specialist developer skills; 88% of CIOs are also keen to empower teams across the wider business to innovate new customer journeys such as customer services and marketing.

The research also uncovered that CIOs are struggling with control; almost nine in ten (88%) find it a challenge to ensure customer communications remain compliant with new regulations such as GDPR or PSD2.


A platform for success

CIOs are taking steps to overcome these barriers – at a fundamental level, this means moving towards a platform-oriented approach. CIOs understand the need to invest in a centralised cloud customer communications platform as our research indicates that 45% plan to invest in this area over the next 18 months. This would provide businesses with a unified view, putting them in control, and allowing them to work towards automating two-way digital customer interactions.

Adopting a platform approach, enables greater levels of automation across the customer lifecycle; the research shows that CIOs recognise just how crucial automation is for businesses to deliver proactive, two-way customer communications:

- More than four fifths (82%) fear an inability to automate customer journeys end-to-end will lead their organisation to fall behind competitors

- However, only just over a third (35%) are currently able to automate customer communications journeys from end-to-end

- Only half (50%) are automating customer communications journeys, while 45% say they plan to automate them in the next three years.

This research was conducted by Vanson Bourne, who surveyed 200 UK CIOs and senior IT decision makers at large enterprises.

#contactcenterworld, @imimobile

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About IMImobile:
Company LogoIMImobile is a cloud communications software and solutions provider that enables companies to harness mobile and digital technologies to better communicate and engage with their customers. Organisations that trust us to deliver smarter digital customer engagement solutions include Vodafone Group, O2, Telefonica, Aircel, Airtel, EE, AT
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Today's Tip of the Day - Incentives

Read today's tip or listen to it on podcast.

Published: Monday, June 24, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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